We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 128312 results
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Decision Reference DRN-5258538
13 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5258538 The complaint Mr J complains that Vanquis Bank Limited (Vanquis) defaulted his account. What happened Mr J had a credit card from Vanquis. The limit was £3,000. In the middle of 2023, he ran into difficulty as he had lost his job, suffered from a difficult relationship break... (3 pages)View decision -
Decision Reference DRN-5253895
13 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5253895 The complaint Mrs W complains about Aviva Life & Pensions UK Limited (Aviva) delays and poor service in connection with a request to transfer her personal pension to a Qualifying Recognised Overseas Pension (QROPS). What happened Mrs W lives overseas. She held a person... (11 pages)View decision -
Decision Reference DRN-5195740
13 Jan 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5195740 The complaint Mr E is unhappy with the resolution offered to him by Mercedes-Benz Financial Services UK Limited (MBFS), after they allowed him to reject a car supplied to him under a hire purchase agreement because it was of an unsatisfactory quality. What happened In Septe... (4 pages)View decision -
Decision Reference DRN-4844977
13 Jan 2025 Cumberland Building Society UpheldBanking and PaymentsDRN-4844977 The complaint S, a limited company, complains that Cumberland Building Society (CBS) won’t refund them for transactions they say they didn’t authorise. They’d like the funds returned to them. What happened The background to this complaint is well known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-5258267
13 Jan 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5258267 The complaint Mr B complains that Wise Payments Limited won’t refund several payments he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. Mr B complains that the following payments were made to a... (4 pages)View decision -
Decision Reference DRN-5221007
13 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5221007 The complaint Mr L complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the money he lost when he fell victim to a scam. What happened Mr L says that in February 2023 he saw an advertisement for a car on an online marketplace. There were pictures of the interior and ext... (4 pages)View decision -
Decision Reference DRN-5106608
13 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5106608 The complaint Miss B complains that Santander UK Plc (“Santander”) won’t refund money she lost when she fell victim to a scam. Miss B is being represented by a claims management company in this complaint. What happened In May 2020, Miss B invested in a company – Buy2Let/Ra... (8 pages)View decision -
Decision Reference DRN-5205555
13 Jan 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5205555 The complaint Mrs K complains that LeasePlan UK Limited (“LeasePlan”) applied inappropriate end of lease charges for the condition of her car. When I refer to what Mrs K has said and what LeasePlan has said, it should also be taken to include things said on their behalf. Wh... (4 pages)View decision -
Decision Reference DRN-5123244
13 Jan 2025 The Co-operative Bank Plc UpheldMortgagesDRN-5123244 The complaint Ms W complains that The Co-operative Bank Plc trading as Platform agreed to a payment arrangement on her joint mortgage without her consent. What happened Ms W has a joint mortgage account with her ex-partner. I won’t go into detail about Ms W’s personal circum... (3 pages)View decision -
Decision Reference DRN-5175262
13 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5175262 The complaint Miss M complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by a safe account scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known ... (11 pages)View decision